Information regarding prolonged waiting times at the ANA Contact Center (Information on handling of international tickets for suspended flights)

Thank you for flying with ANA.

Due to temporarily Suspend Service on Select Routes Due to COVID-19, Ukraine situation and delays, cancellations, and airport congestion in Europe we have received the large volume of inquiries we are handling at present,
you may experience prolonged waiting times at the ANA Contact Center.
Also, inquiries by e-mail are increasing, and we reply in order, but it may take several days to reply.
We sincerely apologize for any inconvenience this may cause to our customers.

For information on international arrivals and departures in each country, please refer to the following page.

Inquiry about delay and damage of lost items/baggage
If your baggage is damaged or undelivered, it will be handled by the airline which carried out the last transportation.
For inquiries to ANA (final shipping company), please check here.

When you would like to change your reservation or get a refund for your ticket on a suspended international flight, you can process on the ANA website without a fee.

If it is unable to apply on the ANA website, you can apply from the special application form.

Even if you are unable to operate it on the ANA website, there is no problem if you complete the procedure before departure. If you have a reservation for an earlier date, please kindly make an inquiry again later.
If it is difficult to make a call due to the congestion at the inquiry counter, you can change your reservation or make a refund the day after the scheduled departure date.

Please check the following items.

You can complete the procedure by clicking the "Change" button on the reservation confirmation screen.
Please note that you may not be able to complete the procedure depending on your itinerary.
In that case, please contact the ANA inquiry counter at least 24 hours prior to the departure time.

You can complete the procedure by clicking the "Cancel" button on the reservation confirmation screen.
If the "Cancel" button does not appear on screen, please use the refund request form.

You can complete the procedure by clicking the "Change" button on the reservation confirmation screen.
Please note that you may not be able to complete the procedure depending on your itinerary.
In that case, please contact the ANA inquiry counter at least 24 hours prior to the departure time.

Please apply from the refund dedicated request form.

Please also check the following pages for details.

Customers Whose Reserved Flights Have Been Canceled
If you have any questions, please also use ANA Chat on the above page.

For details on flight delays and cancellations in Europe, please visit the following page